Tashunda C.

I visited the Enterprise Rental Car location on Covington Pike at 10:40 A.M. When I arrived waited for 2 hrs to be told they had no vehicles, I was advised by one of their CSR'S, that they would have to go to another location to get a pickup truck in which was the vehicle that my family needed, and it would be available at 2pm. I called to be told that they still had no Truck available, however the Manager assured me that I would get a truck today. After waiting a another 2hrs at home to be picked up from home my another representative to be taken to retrieve the Truck, I was advised at this point the policy has changed that you could only rent Trucks with a Credit Card and the deposit is now $300.00. Now keep in mind and have been in contact with at least 4 people and no one had explained that at all. I had no problem with the amount of the deposit, however I had a problem that everyone knew I needed a specific type of vehicle at no time did anyone feel the need to tell me of the changes, as they are not posted in the building. So instead of the Manager stepping up and taking care of the issue he was like oh well basically. I spoke with a very sweet young lady that tried to assist in every way although she has only been there a week and still learning she showed more concern than the Manager. She tried to get him to come to talk to me, he began to close the location and never addresses me all. The polite thing that he should have done was to honor my reservation put me in a vehicle of my choice especially since, I have been a long time customer and waited all day for nothing. This has been one of the worse experiences that I have ever encountered. Great customer service goes along way. This is opportunity for training.